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The year 2023 has ushered in dramatic innovations in AI, particularly regarding how businesses interact with customers. Every day, more organizations are discovering how they can empower agents to provide faster, more personalized service using next-generation AI.  

We’re excited to announce three Microsoft Copilot features now generally available in Microsoft Dynamics 365 Customer Service in October, along with the new summarization feature that was made generally available in September. Copilot provides real-time, AI-powered assistance to help customer support agents solve issues faster by relieving them from mundane tasks—such as searching and note-taking—and freeing their time for more high-value interactions with customers. Contact center managers can also use Copilot analytics to view Copilot usage and better understand how next-generation AI impacts the business. The following features are generally available to Dynamics 365 Customer Service users:

  1. Ask Copilot a question.
  2. Create intelligent email responses.
  3. Understand Copilot usage in your organization.
  4. Summarize cases and conversations with Copilot (released in September 2023).

Copilot uses knowledge and web sources that your organization specifies, and your organizational and customer data are never used to train public models.

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Copilot in Microsoft Dynamics 365 and Power Platform

Copilot features are empowering marketing, sales, and customer service teams in new ways.

1. Ask Copilot a question

Whether they’re responding to customers using the phone, chat, or social media, agents can use Copilot to harness knowledge across the organization to provide quick, informative answers, similar to having an experienced coworker available to chat all day, every day. When an administrator enables the Copilot pane in the Dynamics 365 Customer Service workspace or custom apps, agents can use natural language to ask questions and find answers. Copilot searches all company resources that administrators have made available and returns an answer. Agents can check the sources that Copilot used to create a response, and they can rate responses as helpful or unhelpful. Contact center managers can then view agent feedback to see how their agents are interacting with Copilot and identify areas where sources may need to be removed or updated.

The ability to ask Copilot questions can save agents valuable time. Microsoft recently completed a study that evaluated the impact of Copilot in Dynamics 365 Customer Service on agent productivity for Microsoft Support agents providing customer care across the commercial business. They found that agents can quickly look up answers to high volume requests and avoid lengthy investigations of previously documented procedures. One of our lines of business with these characteristics has realized a 22 percent reduction in time to close cases using Copilot.

2. Create intelligent email responses

Agents who receive customer requests via email can spend valuable time researching and writing the perfect response. Now, agents can use Copilot to draft emails by selecting from predefined prompts that include common support activities such as “suggest a call,” “request more information,” “empathize with feedback,” or “resolve the customer’s problem.” Agents can also provide their own custom prompts for more complex issues. Copilot uses the context of the conversation along with case notes and the organization’s knowledge to produce a relevant, personalized email. The agent can edit and modify the text further, and then send the response to help resolve the issue quickly.  

3. Understand Copilot usage in your organization

It’s important for service managers to measure the impact and improvements as part of the change that generative AI-powered Copilot has on their operations and agent experience. Dynamics 365 Customer Service historical analytics reports provide a comprehensive view of Copilot-specific metrics and insights. Managers can see how often agents use Copilot to respond to customers, the number of agent/customer interactions that involved Copilot, the duration of conversations where Copilot plays a role, and more. They can also see the percentage of cases that agents resolved with the help of Copilot. Agents can also rate Copilot responses so managers have a better understanding of how Copilot is helping to improve customer service and the overall impact on their organization.

4. Summarize cases and conversations with Copilot

Generally available since September, the ability to summarize cases and complex, lengthy conversations using Copilot can save valuable time for agents across channels. Rather than spending hours to review notes as they wrap up a case, agents can create a case summary with a single click that highlights key information about the case, such as customer, case title, case type, subject, case description, product, and priority. In addition, agents can rely on Copilot to generate conversation summaries that capture key information such as the customer’s name, the issue or request, the steps taken so far, the case status, and any relevant facts or data. Summaries also highlight any sentiment expressed by the customer or the agent, plus action items or next steps. Generating conversation summaries on the fly is especially useful when an agent must hand off a call to another agent and quickly bring them up to speed while the customer is still on the line. This ability to connect customers with experts in complex, high-touch scenarios is helping to transform the customer service experience, reduce operational cost savings, and ensure happier customers.

Next-generation AI that is ready for enterprises

Microsoft Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage. It also allows users to control access to their data and provides detailed auditing and monitoring capabilities. Microsoft Dynamics 365 is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection.

AI solutions built responsibly

We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society.

Learn more and try Dynamics 365 Customer Service

Learn more about how to elevate your service with AI and enable Copilot features for your support agents.

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